Contact center of the future is no longer rely on voice or call channel, but also extend its delivery channel to get closer to customer and of course, with the right context.
Welcome to the world of the customer services where all the channels become convergent !
Most of my internet browsing is all about these topics: VAS 2.0, Mobile Entertainment - Content - Media, and also Fix-Mobile Broadband Convergent. I would be happy to share my ideas, concerns, or even writing about those topics. I think the next generation VAS will mainly be influenced by the growth of Web 2.0 and mobile internet.
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